The Acting Head/Chief Executive Officer of the Nigerian Electricity Regulatory Commission (NERC), Dr. Anthony Akah, has called on the 11 electricity distribution companies otherwise known as Discos to renew their efforts towards improving the quality of the services they deliver to their customers.
Akah gave the charge while declaring open a training session organized by Abuja Electricity Distribution Company (AEDC) for staff of the Niger Region of the Company on the New Multi-Year Tariff Order (MYTO), which was held in Keffi, Nasarawa State, on Thursday.
Represented by his Technical Assistant, Mr. Okoronkwo Johnson, the NERC Ag. CEO said that prompt resolution of customer complaints by the Discos will win the confidence of customers and allow them to benefit from the privatization of the power sector.
He said, “The need for improved quality of service cannot be overemphasized especially with recent privatization of the Distribution Companies wherein consumers are expecting heightened level of customer service.
“Prompt resolution of customer complaints by the Discos will not only win the confidence of the customers for their service provider but also allow customers to benefit from the gains of the privatization of the power sector”.
Akah commended AEDC for the training whose timing, he said, was appropriate considering the need to urgently resolve customer complaints on electricity supply, billing and other issues.
In his presentation at the session, the Director, Regulatory and Stakeholders Relations of AEDC, Engr. Abimbola Odubiyi reminded the participants about the status of the consumer as “King”, and advised them to participate actively to ensure that they not only understand the issues at stake but also educate customers on the new tariff structure in the Company’s area of operation.
He assured of AEDC’s commitment to rapid improvement in the quality of its services to its customers, in line with the performance agreements it endorsed during the bid process.
The director also pledged the Company’s commitment to fulfilling other obligations placed on it by the New Tariff Order in order to increase the amount and quality of supply to its customers.
Commenting on the issue of customer complaints resolution, the Head of Client Relationship Management of AEDC, Dr. Arhyel Halidu Balami, explained that from June 2014 to date, the Company received about 41,000 complaints out of which it has so far resolve about 40,200.
Also among the presenters at the training session was Mr. Shittu Shaibu, the General Manager, Customer Complaints Resolution Department of NERC, whose paper dwelled on the Connection, Disconnection and Reconnection Guidelines issued by the Commission, which all Discos are expected to adhere with.
The one-day training session, which was meant for staff of the technical and commercial services directorates of AEDC, was held simultaneously across the six regions of the Company, including Lokoja (for Kogi Region), Minna (for Niger Region), Gwarinpa (for FCT North), Wuse II (for FCT Central) and the National Stadium indoor complex for those in FCT South region.